Job Title: Design Strategist / Service Designer - Customer Experience
Location: Boca Raton, FL (Hybrid)
Who We Are:
Mutual of America Financial Group ("Mutual of America") has specialized in providing retirement plan products and services to small and mid-sized corporations and non-profit organizations since 1945. In support of Transformation efforts, the Customer Experience team seeks a talented Design Strategist / Service Designer.
Position Overview:
The Design Strategist / Service Designer will utilize Design Thinking and traditional Design Strategy methods to execute research-driven projects resulting in product, service, and business opportunities. Through empathy, visualization, synthesis, and creativity the ideal candidate will be essential in framing and helping to solve complex business problems. Experience with standard Service Design and Design Strategy tools is important to this role.
The Design Strategist / Service Designer will serve an important role on the Customer Experience team, which is organized into three functional areas: Research, Strategy, and Design. Comprised of passionate customer advocates, the CX team ensures that the customer is always front and center as Mutual of America continues its digital transformation and technology innovation efforts. Working with all aspects of the business through Design Thinking, CX focuses on measurable solutions to drive customer satisfaction and achieve business results.
The Design Strategist / Service Designer will have experience in:
Business and Stakeholder interviews to frame problems/opportunities and define success
Gather existing business and research inputs and determining if additional research is required
Scope, design, conduct and synthesize additional Research as appropriate (if applicable)
Synthesis and framing of all inputs (personas, archetypes, customer journey maps, mental models, touchpoint analysis, etc.) related to the problem/opportunity at hand
Cross-functional Design Thinking Ideation workshop preparation, facilitation (leveraging inputs) resulting in new product(s)/service(s) or experience(s)
Synthesis and prioritization of workshop output with cross-functional team
Partnering with CX team members on execution of workshop output
The position reports the to 2nd VP, Customer Experience.
Position Description:
Support strategic customer experience projects that generate actionable insights to help business units better serve their customers
Partner with internal stakeholders and CX team to translate business issues into well-defined scopes that can be executed on with the most appropriate customer experience methodologies.
Collaborate with a team of cross functional CX, Business and Technical SMEs to help determine overall experience and support execution accordingly
Support the optimization of departmental processes that address business needs and that ultimately yield an excellent and brand-appropriate customer experience
Effectively and persuasively convey ideas, insights and recommendations in team discussions, stakeholder presentations, documents, etc.
Use prototyping and other testing techniques to examine, evaluate and iterate upon ideas
Partner with CX team on user testing activities
Develop and maintain relevant design documentation
Support the innovation process
Support product/service/experience development in various phases
Qualifications:
4+ years demonstrable experience in Service Design, Design Strategy or relevant fields
Degree in Design, Psychology, Human Factors, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction preferred, or comparable work experience
Experience with designing lean prototypes and stimuli that tease out latent needs with clients
Ability to create, sell and execute Service Design, Design Strategy and Research approaches appropriate to the scope of a given engagement
Experience with Design Research methods, techniques and tools
Passion for qualitative learning about people and their motivations and behavior in the worlds they inhabit
Comfortable working on ambiguous and multifaceted problems/opportunities with multidisciplinary teams in a dynamic environment
Ability to comfortably switch between the details of the data and the bigger picture
Ability to help synthesize research into clear insights that can persuade diverse internal partners of their relevance and importance
Strong communication and relationship building skills
Working knowledge of Figma and the Adobe Creative Suite (Photoshop, Illustrator, XD, InDesign, etc.)
Experience in methods to convey ideas and concepts (e.g. storytelling, storyboards, mood boards, prototypes, etc.)
Self-directed and motivated, able to work independently or as part of a team
Social skills, with a confirmed ability to influence and build consensus across a broad range of backgrounds, social levels and personalities
Good communicator with relevant verbal, written, interpersonal, technical and presentation skills
Empathetic and effective listener
Financial services experience a plus
We offer a base salary and bonus potential in addition to outstanding benefits (which start on your first day of employment), including a comprehensive health plan, pension plan, 401(k) with company match, life insurance, vacation days and paid holidays.
Visit www.mutualofamerica.com/careers for additional details about life at Mutual of America. You can also follow us on Twitter: @mutualofamerica | Facebook: @mutualofamerica
Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.
